What are the responsibilities and job description for the Field Technical Support Representative position at HeartCentrix Solutions?
Responsibilities
- Provide on-site technical support for hardware and software issues, including desktops, laptops, and peripherals
- Install, configure, and maintain Windows 10/11 operating systems and Office 365 applications
- Support enterprise applications and resolve end-user issues efficiently and professionally
- Utilize Microsoft Endpoint Configuration Manager (MECM) for software deployment and system updates
- Manage service requests and incidents through ServiceNow or similar ITSM platforms
- Perform basic MAC OS troubleshooting and support as needed
- Collaborate with internal IT teams to escalate complex issues for resolution
- Ensure timely issue resolution to minimize user downtime and maintain high customer satisfaction
Qualifications
- Proven experience in a break/fix technician or IT support role
- Strong knowledge of Windows 10/11 and Office 365
- Familiarity with MECM for system management and software deployment
- Experience using ServiceNow or similar ticketing systems
- Basic understanding of macOS troubleshooting
- Excellent problem-solving skills and ability to work independently
- Strong communication and customer service abilities
Preferred Qualifications
- Certifications such as CompTIA A , Microsoft 365 Certified, or ITIL Foundation
- Prior experience supporting users in an enterprise IT environment
